Analysis of Human Resource Management Issues in Hospitality Sector

This report delves into the critical issues and trends within Human Resource Management (HRM), particularly focusing on the hospitality industry, using Choice International Hotels as a case study. It critically discusses the impact of technology, employee retention challenges, and the importance of skills upgrades and market data access. The report examines job descriptions and person specifications, explores performance management processes to reduce employee turnover, and reviews HR policies and practices. Furthermore, it analyzes emerging trends like social media's role in promotion and the impact of market flexibility. The analysis incorporates insights from various articles and the author's internship experience, emphasizing the significance of effective HRM strategies for organizational success in the ever-evolving hospitality sector. The report concludes with a reflection on the importance of adapting to market changes and fulfilling customer needs through quality service.

Issues in Human
Resource
Management

Table of Contents
INTRODUCTION.....................................................................................................................................3
MAIN BODY ...........................................................................................................................................4
Critically discuss the trends and issues linked with human resource management and provide
reflection..........................................................................................................................................4
Design and explain a job description and person specification from range of management in
context of hospitality industry..........................................................................................................6
Examine & conceptualise the process of performance management within hospitality industry to
help company in reducing the turnover ratio of company. Also determine training needs to
improve promotion........................................................................................................................10
Examine and review two HR policies and practices from selected firm..........................................11
CONCLUSION.......................................................................................................................................14
REFERENCES.........................................................................................................................................15
Books & Journal: ............................................................................................................................15

INTRODUCTION
Business sector is wider and broader and it consists of small, medium and large
companies. In this contemporary business and market, there are various types of problems
and a solution that is faced by main purpose of this report is to examine and analyze the
issues which are faced within human resource Management. Human resource management is
important part of organization which helps in staffing of people and developing of
organizational goals (Brewster, 2017). This has been also stated that HR of the firm is
responsible for accessing to every activity of enterprise. Choice International Hotels, a large
hotel chain headquartered in U.S. It was founded in 1939, and has number of subsidiaries
such as Rodeway inn, Sky Touch technology, and many more. The hospitality sector is rising
at rapid scale and contributes to large part to economy of a country. It has many competitors
such as BBX capital, Holiday inn express, etc. The hotel is located with over 40 countries and
territories and it provides wide range of services such as lodging options, food and drinks, car
parking event planning, Wi-Fi and many more. This report comprises of reflection on
contemporary issues and emerging trends linked with human resource management, job
description of person specification within hospitality industry, process of performance
management in hospitality sector, HR policies and practices.
MAIN BODY
Critically discuss 3 articles and examine the trends and issues linked with human resource
management and provide reflection
In organization, human resource Management is responsible and plays a wide role in
development of organizational objectives and achieving of strategic goals. The human
resource of a company play important role as because they perform activities and functions
such as hiring firing and selecting of employees within enterprise. It is necessary to be well
aware about these trends and issues so that effective types of strategies are implemented for
future benefits (Ariza-Montes, 2017). So different types of trends and issues associated with
HRM are mentioned as follows after accessing to different articles-

According to the viewpoint of (Amin, 2017) Market of hospitality sector is changing
and has changed from time to time. Emerging trends are those which are mostly used and
preferred by individuals within their use.
Emerging trends and issues-
Article 1
This article focuses on use of information and communication technology which is
increasing in business sector and from past to decades it is being witnessed transition of
employees becoming more important capital in company and ascent of human resource
management. Papa murders I need to be used when technology is being introduced and
leading advocates should be recruited. The use of internet in HRM impacts upon their
functions and operations. Different tools are hospitality industry and hotels with purpose of
exchanging information (The impact of ICT on the efficiency of HRM in Cameroonian
enterprises: Case of the Mobile telephone industry, 2017).
Trend
Technology development-
In this competitive market every business is connected with technology and advanced
software as well as tools on the basis of which they are able to execute their business
operations activities and functions in proper manner. Technology is crucial for or executing
complex activities into simpler and within time period. In context of choice international
hotel, the human resource of hotel also uses different types of technologies and which helps
them to manage and maintain their hospitality operations. It is critically important for every
organization to have skilled and system in well organized and effective manner. In relation of
selected firm, technology is being used by HR such as bamboo tool, online job portals like
LinkedIn, naukri.com and system such as application tracking system. With this advancement
of technology it has become essential for hotel industries to conduct a proper market research
and training campaigns on the basis of which it is easy to increase the efficiency level of
every individual with an enterprise (Abdulredha, 2018). The HR of a company is needed to
be selecting the candidates who are from technical background so that it is easy to allow task
to employees and achieve set objectives.
Issue- Retaining employees

According to the point of (Chiang, 2017) Issue which is mostly faced by human
resource of organization is how to retain employees within entity for longer period of time
and increase the productivity. In relation of choice international hotel, due to the impact of
covid-19 many employees are leaving their jobs and demanding for work from home. But
most of the organization sector is denying the demand of employees for work from home
because of relation with field. In relevance of selected hotel, to overcome this issue HR of a
company can retain employees by allowing them to do work from home for a specific period.
This will help enterprise to retain subordinates and also increase the efficiency level at higher
scale. It is necessary to retain employees within organization so that higher level of
productivity and goals are accomplished in appropriate way. Also it is seen that by
conducting proper market research internally and externally it is easier for human resource of
hotel implement effective strategy to retain employees.
Article 2
Hospitality sector is changing at rapid scale and it is becoming essential for them to
retain employees as well as enhance skills and knowledge of employees so that they are
retained for longer period. Further, article reflects the use of practices in hotel sector and
analyze role of human capital and their knowledge in hotel industry. Human resource
practices and innovation in the hotel industry: The mediating role of human capital, 2016.
Trend
Skills up gradation-
In both hospitality Management and human resource Management it is important to
hire skilled employees to access the higher profitability. So, it is another trend which is
focused by the sector in which main purpose is to higher skilled employees so that
certification is being received by employees enhancing of their skills and which is useful for
hospitality and Management (Elfimova, 2018). Also through skills of up gradation, human
resource management is able to increase the workload as well as other official activities. In
view point of choice international hotel, as they worked in service sector they also focuses on
enhancement of skills of subordinate and accordingly programs are executed.
Issue-
Accessing resources and market data

According to the viewpoint of (Goryushkina, 2018) This is also an emerging issue
which is associated with both human resource Management and hospitality industry. With
increase of competition in every business sector it is becoming difficult to access resources
and market data and use them in efficient manner. This is because due to industry rivalry,
legal problems scarcity of resources and manipulation of data are types of problems which
are faced by Choice International hotel. The human resource of selected hotel finds it difficult
to access resources such as efficient employees, investors for business etc. Also, it is not easy
to use market data because information might not be specific and reliable, to access resources
as well as market data in appropriate manner and overcome with this issue HR of firm need
to adapt proper analysis as well as use of external sources of agencies on the basis of which it
is easy for them to achieve objectives.
Article 3
Academic researchers have been interested in PSMs since the previous decade.
However, research on PSMs and their effectiveness continues to be in the embryonic stage.
To catalyze scholarly interest and provide a foundation for formulating sound theoretical
propositions for the efficient use of PSMs, it is imperative to aggregate and critically evaluate
prior findings and provide avenues for future research. Addressing this need, the current
study undertakes a systematic literature review to comprehensively understand the influence
of PSMs on one particular aspect of HRM—namely, hiring processes (The influence of
online professional social media in human resource management: A systematic literature
review, 2020).
Trend
Social media as promotion tool-
It is another Trend which is associated with both human resource Management and
hospitality industry as because in this competitive era it has become essential for human
resource department to increase the Goodwill of a brand and also and enhance the
productivity of business. The HRM of Choice International Hotel also uses applicable tools
and methods with purpose of increasing Goodwill of a brand. So, in this contemporary
market, social media is being used as promotional tool through which enterprises are able to
market their goods and product which also used to assessing to customers easily.With the

focusing on this trend, it is a crucial for hotel sector to achieve their vision mission and goals
in appropriate manner.
Issue
Flexible market & external factors
It is also crucial issue which is being faced by both HRM and hotel industry. With this
ongoing pandemic situation and flexibility of market it is difficult for organizations and
businesses to execute their activities without facing any problem. External factors also have a
big impact as because enterprise has to adopt market analysis and HR has to examine and
analyze the cost of conducting research which is a time-consuming process. So, in relation of
Choice International Hotel to overcome with this issue they use and implement effective
strategies so that market situation are analyzed appropriately (Greer, 2021).
After analyzing of above matter and focused points, It has been stated that by
assessing to die merging transient issues within hospitality sector as well as humorous as
management I have increased and gained wide area of knowledge. I also completed my
internship within hospitality Management and from my own experience I can state that
human resource Management are the backbone of organization without which it is difficult to
increase the productivity of business. In this changing market situations and due to the impact
of covid-19 many new changes has been made by industry which are need to be adopted in
well-organized way so that issues are resolved in proper manner (Lee, 2019). The most
important part of hospitality industries to fulfill the needs of customers and guest which can
be only done throw delivering of better quality of services and solving the issues faced by
them within service process. Moreover, this is also examine to that it is responsibility of a
manager to make sure that appropriate type of decisions are undertaken so that correct
solutions are obtained.
Design and explain a job description and person specification from range of management in
context of hospitality industry.
The hospitality industry is expanding and widening at larger level. In relation of
selected organization, the range of Management is broader and wider. It is critically crucial to
be well aware of roles and responsibility of so that better decisions and strategic objectives
are being achieved. It is duty of the HR manager to have knowledge about job description,

person specification so that functions are having carried out properly such as hiring, selecting
etc.
The human resource of a Choice International Hotel make assure that appropriate type
of job description and person specification is being designed as well as develop so that
deserving candidates are being hired with in management who can fulfill the needs and
requirements of company (Linneberg, 2019).
Job description-
A job description is defined as well written document that reflects the task duties and
responsibilities of a position. It is necessary to use job description so that candidate is well
aware about their roles and responsibilities and accordingly interview process is being carried
out within chosen organization (Luekveerawattana, 2018).
Main benefit of job description is that it helps individual to examine their rules which
are to be fulfilled by them in effective manner. It has been analyzed that a job description is
to be short and precise so that it is easily understood by candidates who are looking for
opportunity. So a brief overview about an example of job description is being discussed as
follows-
Job description
Job Details
Position- Senior HR manager
Organisation: Choice International Hotel
Job Purpose
Main purpose of human resource manager is to enhance the overall progress and performance
level of both subordinates as well as employer. Also to solve the problem and issues faced by
employees with an organisation
Roles and Responsibilities
 To hire and select the deserving candidates to fill up vacant position
 Resolve the complex problems and provide solutions
 Implement strategies and use relevant tools to increase the performance level of

employees and increase their efficiency level.
 To deliver a proper guidance to both old and new subordinates.
Person's Specification
Specification of person
 Position: Human Resources manager
 Division: Human resource management
 Keys:
Application form, (I): Interview, (R):Role
Attributes Requirements Desired
Experience & qualifications  Graduation from
reputed University
with minimum 70%.
 Should be specialised
in MBA from HR and
finance.
 Experience of 2-3
years.
 To maintain employees
in well organised way.
Qualities 1. Good communication
2. Able to use HR tools
and applications.
3. Leadership skills
In enterprise, HR manager of company is responsible for accessing to employees and
conducting interviews (Mooney, 2019). Also important functions such as determinant
selections are also executed by human resource manager. With consideration of both job
description as well as person specification it is easy to understand employee capability is and
how navigation needs are fulfilled appropriately. The range of tools and applications which
are used by HR are of various types as well as different types of processes are being executed
which are described as follows-
Interview- It is an important process which is being executed by HR manager in
order to hire and select the deserving candidates for a vacant position. Interview is to be

known as a two way communication process in which interviewee and interviewer both are
involved. In regards of Choice International Hotel, HR department is wider and two HR
conduct the interview for different positions and departments. The interview process is time
consuming process because it requires proper evaluation of candidate who is giving the
interview. It is also seen that it is critically important to focus on this process which is further
the mentioned as below-
 Please give a brief introduction about yourself time academic qualifications.
 Do you think that you are capable of fulfilling all the requirements of this
proposition?
 What are your Salary expectations?
 Are you well aware about applications and tools which are used by human resource
manager?
 How many of years’ experience do you have in HR field?
 Can you handle the work stress and solve the problems of employees in effective
manner?
All these questions which have been shown above are being asked by senior interview of
Choice International Hotel. Once the can all the candidates give the interview, it is no time to
select the most deserving candidate who fulfil and matches all the requirements of a vacant
position (Raffoni, 2018). After the interview process, job offer letter is being given to the
selected employee and example has been reflected below-
Job offer letter
Mr/Ms, Last Name
Address
City, State Zip Code
Dear Mr/ Ms Last Name,
Role & Responsibilities:
 To execute important functions like recruitment selection.
 To systematically manage and maintain all the work activities and workforce in well

organised way.
 To Implement and adopt effective strategies with aim of developing productivity and
increasing operational efficiency
Date of joining : 15 March, 2021
Working Hours : 09: 00 AM to 6:30 PM
Salary : $ 35000 per month
Compensation benefits: Perks, benefits, transportation, free Wi-Fi, medical and health
insurance, five leaves additional etc.
HR department
Holiday Inn
Signature______________________
Date---------------------------------------
Offer letter is important for every employee as because important details are being
mentioned in this letter such as joining date, salary, position name, destruction of roles and
responsibilities etc. It is critically important for HR manager of Choice International Hotel to
mention and provide all the necessary materials in job offer letter so that no internal issues
are being faced in future period of time.
Examine & conceptualise the process of performance management within hospitality industry
to help company in reducing the turnover ratio of company. Also determine training
needs to improve promotion
In organization, progress and performance important rule as because they assist in
accessing to employees overall progress scores which is helpful for completion of job roles
and other work related activities. In context of selected organization, HR of a farm make a
show that a proper an effective method such as performance management is being used in
such a way that appropriate decisions are undertaken (Reilly, 2018).
Without use of this method, it is not easy to analyze the employee’s evaluation and
make decisions for appraisal. So, they are different types of aspects which are involved in
performance management and are mentioned as follows-
Aspects:

Pre-requisitesal-It is the first step of performance management in which it focuses on
providing knowledge about short term and long term goals to subordinates on the basis of
which they are able to work in proper manner according to the roles and responsibilities
given to them by HR manager (Yusoff, 2019).
Performance planning- It is necessary to do the proper planning so that how
performance could be increased of employees easily determine. For example there are
different elements of performance planning such as behavior result and development plan
which are explained below-
Result- Main motive of performance management is to measure and evaluate the
employee so those gaps between skills are being properly identified. By accessing to result it
is easy to make decisions about employee performance in well effective manner. So, in
context of selected organization, results are HR manager.
Behavior- Behavior is important for every individual as because it help in analyzing
the employee’s mindset. The behavior is being examined and determined by analyzing
criteria’s.
Development plan-It is another stage of a performance management in which main
focuses on development and improving of skills attitude and knowledge. It is important
because it helps in implementation of proper development plan which is beneficial for self-
growth and receiving of positive output.In context of selected organization, to execute
development plan it is critically essential for them to be well aware of subordinates’ progress
level so that planning is being done in most efficiently.
Performance execution-It is another stage of performance management in which it
focuses on execution of a performance process by properly following the standards and
management criteria. It is necessary for manager to use most appropriate tools and equipment
so that it is easier to improve progress level of subordinates within Choice International
Hotel.
Performance assessment:Performance assessment comes after the execution of a
performance stage in which main focus is on providing assessment to employees to measure
the process and on the basis of given targets and work. Performance assessment is done and
reviewed by HR team.

Performance review- It is also crucial step in process in which it depicts about
performance of a employees and it is reviewed to make decisions. So, in relation of chosen
hotel, review is being done by empoloyers. In reference of chosen hotel, the performance
reviw is done with proeper cosnierationand analysis of employee in proper manner.
Examine and review two HR policies and practices from selected firm
HR policies and practices are crucial to be examined so that it is easy for HR
manager to make appropriate decisions. In enterprise, it is important to be aware about such
practices so that strategies are impemented in appropriate manner (Ariza-Montes, 2017). In
relevance of Choice Inernational Hotel, adopting of these policies as well as practices leads to
reduction in problems and issues.
Recruitment and selection:
Recruitment and selection is determined as a procedure which is adopted by manager
of organisation to choose best applicant from different kind of applicant to fill available job
position from the given position. There is different kind of role of manager which is
important within business organisation. In context of chosen hotel they focus on carry out
different procedure for achieving goals as well as objective in timely manner.There is
different kind of process of recruitment like internal as well as external procedure. In internal
process, the candidate are chosen for filling the job position within business organisation and
the employee get promoted during particular phase of time period (Brewster, 2017).
They are transfer or promoted from one place two other. In reference of chosen hotel,
they focus is on performing such kind of recruitment and transfer subordinate from one
location to other as there are different type of outlets around the globe. In addition to this, the
process help in saving time, but not capable to hiring new applicant to possess knowledge
which is needed for adopting new technology. In this case they hire candidate from external
source, they focus on adopting external process in order to recruit the new applicant that help
in achieving competitive edge in the market. And also they are capable to achieve goal in
timely manner. Therefore the focus is on adopting external recruitment process in order to
select candidate (Amin, 2017). The manager focuses on matching skill and capabilities along
with need of job. In this process, there are different kind of approaches adopted by chosen
Hotel like process of interview which is given above. In addition to this, there are various
factors that affect recruitment as well as selection process like legal consideration,

organisation hierarchy, criteria of selection and so on. Therefore it is necessary to conduct
process in successful manner that is helpful in recruiting capable candidate for chosen hotel
Training and development signifies increase in skill and competence of staff member
within business organisation. Training session is conducted for new applicant and its
improvement. Through process of training, the manager of chosen Hotel will capable to
provide guidance how to perform different task in proper way. It is also helpful in achieving
goal in timely manner. In addition to this training is organised with different kind of purpose
like increase in skill, motivation and retaining subordinate for longer time period. In context
of Management team of chosen hotel there are different kinds of approaches related to
training like presentation, providing some examples, giving training of chef. The manager of
specific department increases their awareness regarding ingredients what type of food the
individual person like, they also provide a clarity regarding how well they perform different
as to achieve goal in timely manner (Abdulredha, 2018). This procedure is adopted by
management team as they successfully focuses on achieving goal in timely manner. In
addition to this the management team of chosen Hotel focuses on using different program to
provide training to subordinate. Herein it is the duty of HR management to gather
information for training program it will assist in enhancing performance of subordinate
within business organisation.
Training and development:
Training and development significantly increase in skill and competence of staff
member within business organization. Training session is conducted for new applicant and its
improvement. Through process of training, the manager of chosen Hotel will capable to
provide guidance how to perform different task in proper way. It is also helpful in achieving
goal in timely manner. In addition to this training is organized with different kind of purpose
like increase in skill, motivation and retaining subordinate for longer time period. In context
of Management team of chosen hotel there are different kinds of approaches related to
training like presentation, providing some examples, giving training of chef. The manager of
specific department increases their awareness regarding ingredients what type of food the
individual person like, they also provide a clarity regarding how well they perform different
as to achieve goal in timely manner (Chiang, 2017). This procedure is adopted by
management team as they successfully focuses on achieving goal in timely manner. In
addition to this the management team of chosen Hotel focuses on using different program to

provide training to subordinate. Herein it is the duty of HR management to gather
information for training program it will assist in enhancing performance of subordinate
within business organization (Goryushkina, 2018).
Therefore, after a brief analysis of above matter it is seen that it is crucial to use these
approaches so that it is easy for firm to make effective decisions. Both practices of
recruitment as well as section is needed to be adopted with proper considerations so that
every business activity is being executed in correct way (Elfimova, 2018).
CONCLUSION
After a brief analysis of above report, it has been examined that in hospitality sector
human resource Management plays important role without which it is not possible for
enterprise to execute their business operations and functions. So, decision has been made
about trends and issues in hospitality industry, person specifications and job description,
performance management and HR policies as well as procedures. With changing period of
time, it is becoming important to be well aware about market situations so that strategies are
implemented in proper manner and effective decision making is being undertaken. It is duty
of the HR manager to have appropriate knowledge about market employees and other
situations so that conflicts are resolved in better way. Hospitality sector is developing at
higher scale and it is becoming a major contributing sector with an economy as because they
provide large number of job opportunities and fulfill the needs as well as the requirements of
every individual appropriately. Scanning of business environment is is needed to be done
within hospitality industry so that it is easy to use resources and implement strategies in most
efficient manner.

REFERENCES
Books & Journal:
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festivals: A quantification model based on multiple regression. Waste Management,
77, pp.388-400.
Amin, 2017. The structural relationship between TQM, employee satisfaction and hotel
performance. International Journal of Contemporary Hospitality Management.
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sector. International Journal of Hospitality Management, 62, pp.78-87.
Brewster, 2017. Policy and practice in european human resource management: The Price
Waterhouse Cranfield survey. Taylor & Francis.
Chiang, 2017. The transfer and diffusion of HRM practices within MNCs: lessons learned
and future research directions. The International Journal of Human Resource
Management, 28(1), pp.234-258.
Elfimova, 2018. Management of innovative activity in the field of hospitality. In Sustainable
development of tourism market: international practices and Russian experience (pp.
57-59).
Goryushkina, 2018. The world hotel market: current state and development trends.
International Journal of Mechanical Engineering and Technology, 9(13), pp.618-
627.
Greer, 2021. Strategic human resource management. Pearson Custom Publishing.
Lee, 2019. Enhancing employee creativity for a sustainable competitive advantage through
perceived human resource management practices and trust in management.
Sustainability, 11(8), p.2305.
Linneberg, 2019. Micro-level translation of corporate sustainability: When strategy meets
practice in the Danish hospitality sector. Journal of Cleaner Production, 240,
p.118159.
Luekveerawattana, 2018. Key factors affecting of tourists’ decisions to stay at environmental
friendly hotels. Polish journal of management studies, 17.
Mooney, 2019. A sustainable hospitality and tourism workforce research agenda: Exploring
the past to create a vision for the future. In A research agenda for tourism and
development. Edward Elgar Publishing.
Raffoni, 2018. Business performance analytics: exploring the potential for performance
management systems. Production Planning & Control, 29(1), pp.51-67.

Reilly, 2018. Building customer centricity in the hospitality sector: the role of talent
management. Worldwide Hospitality and Tourism Themes.
Yusoff, 2019. A conceptual model of green hrm adoption towards sustainability in hospitality
industry. In Corporate Social Responsibility: Concepts, Methodologies, Tools, and
Applications (pp. 400-421). IGI Global.
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